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Submit a Complaint
If you believe that any of your rights have been violated in your dealings with the Bank, you may submit a written complaint using one of the following channels:
By Email
Send us an email at:
prigovori@ucbank.me
In Person
You can submit your written complaint directly to a Bank representative at the nearest branch.
Send your complaint by post to the Bank's official address.
Universal Capital Bank AD Podgorica
Stanka Dragojevića bb
81000 Podgorica (indicate - objection)
Using an online Form
Submit your complaint via the form available on the Bank’s website
Complaint Submission
Clients may submit complaints in written form, directly at any Bank branch, by email, or via the complaint form available on the Bank’s website.
The mailing address for submitting complaints is:
Universal Capital Bank AD Podgorica, Stanka Dragojevića bb, 81000 Podgorica (Please indicate “Complaint” on the envelope) or via email to: prigovori@ucbank.me
Designated officers for handling complaints are available in all Bank branches during working hours. Clients may submit complaints to these officers in person.All branches have designated individuals for receiving objections, to whom users of services can submit their objections during working hours.
Complaint should include, at minimum:The user's complaint should contain, as a minimum:
- Client’s personal details (Full name of the individual, or legal name of the company/entrepreneur, address and/or phone number for contact purposes)
- Subject and description of the event/situation/circumstances, including the reasons that caused the dissatisfaction of the service users
- Supporting documentation (if applicable)
The Bank does not respond to anonymous complaints.
DEADLINES FOR RESOLUTION OF COMPLAINTS AND RIGHTS OF SERVICE USERS
The Bank is obligated to provide a response within the following deadlines:
Within 8 days from the date of receipt of the complaint.
Within 15 days for complaints submitted by legal entities, except in cases where the complaint relates to consumer credit.
According to Article 6 of the Law on Consumer Credits, consumer credit from a legal perspective includes all types of loans, credit card limits, and current account overdrafts and overdrafts.
If the complaint cannot be resolved within the above-mentioned paragraph, the Bank will notify the complainant accordingly and provide an estimate of the expected time required for resolution.
Once the complaint has been resolved, the Compliance Officer will, without delay, inform the client of the final outcome via email and/or registered mail, depending on the communication channel originally used to submit the complaint.
If the complainant is not satisfied with the Bank’s response, they may pursue other legal remedies provided by applicable laws. This includes the right to escalate the complaint to an alternative dispute resolution body, in accordance with the regulations governing arbitration procedures
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